Two years ago Nigel Knowles, Ed Smith and Richard Chaplin published an article in Legal Week under the auspices of the Managing Partners’ Forum (MPF). The article, ‘The Unsung Heroes’, was intended to be a clarion call to law firms to better appreciate the importance of client service professionals (CSPs) for the success of the business.
Readers might recognise the terms ‘non-fee earners’, ‘backroom’ or ‘support staff’ as the aliases under which CSPs still operate. This in itself would suggest that perhaps the message has still not hit home among large sections of the legal industry.
